At this point in experience design’s evolution, satisfaction ought to be the norm, and delight ought to be the goal. As design professionals, how do we create opportunities for customer delight?
Parrish Hanna is VP, Director of Experience Planning at Arc Worldwide. Previously, Parrish served as President of HannaHodge, a groundbreaking user experience firm that he co-founded in 1998. For over a decade, he has spent the better part of each week planning better experiences for humans and refining the process to do so. He considers himself fortunate to have worked with brilliant people toward making the products of enlightened companies like Cadillac, Ford, Vanguard, Disney, Samsung, IBM, Sears, Intel, and Xerox easy and pleasurable to use. Parrish has a B.A. in Industrial Design, an M.A. in Human-Computer Interaction, and a handful of patents and industry awards. He's a regular publisher and speaker on issues related to experience design.